**Be yourself, be your best!** We combine our global expertise in key industries and cutting-edge technologies to help fast-growing and established enterprises transform and accelerate their business models, develop innovative digital solutions, scale technological capabilities, and sustain their growth. **Learn about our Consulting and Support Practice!** Join our Support and Consulting team at e-Core! If you’re passionate about technology, challenges, and problem-solving, this is the ideal area for you. Here, you’ll work with global teams and end users, helping them maximize the use of innovative technology solutions. Join us to grow in a collaborative, multicultural environment where continuous learning and teamwork are highly valued. Join our team! **What you’ll do in this role:** * Independently resolve medium- and high-complexity requests, structuring scenarios and documenting detailed technical contexts whenever escalation to engineering teams or senior specialists is required. * Apply robust **troubleshooting methodologies to diagnose and identify root causes of high-complexity issues**, analyzing end-to-end all elements of the technical stack (from network, systems, databases, storage, and applications to end-user devices). * Manage and execute customer implementation projects, including scheduling planning, configuration, and customization of integrations with SaaS-based systems. * Adopt a fully data-driven approach, using support metrics and objective KPIs to evaluate customer success and continuously identify improvement opportunities. * Take ownership of complex tickets and REST API integrations, ensuring thorough technical investigation and effective resolutions. * Actively collaborate with internal and external teams, bridging engineering, product, and project management teams to resolve complex escalations in an organized and agile manner. * Ensure end-to-end management of all requests with a high degree of organization, attention to detail, and consistent follow-up, keeping records always up to date. * Prior experience in **customer technical support**, handling medium-complexity tickets. * Excellent **professional communication and presentation skills**, with the ability to interact effectively with stakeholders at all levels—both internally and with clients. * Self-motivated and proactive profile, focused on anticipating customer needs and autonomously delivering excellence in service. * Detail-oriented and organized mindset, working methodically to ensure no issue or pending item remains unresolved. * Analytical, data-driven orientation, demonstrating ease in making decisions and proposing improvements based on metrics and objective facts. * Strong planning and execution capability, successfully balancing daily support operations with structured implementation project deliveries. * Experience in client-facing roles involving Search technologies, Knowledge technologies, or integrations with SaaS-based systems. * **Fluent English (mandatory)**, with ability to conduct meetings, deliver presentations, and handle complex written communications in English. * Solid **network troubleshooting knowledge and hands-on experience with authentication and security protocols**, such as SSO, SAML, and OAuth. * Practical proficiency in **diagnosing REST API issues**. * Intermediate to Advanced level in **Linux (command line)** for system investigations and analysis. * Basic knowledge of Kubernetes and hands-on experience with cloud tools on at least one major provider: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure. * Strong knowledge of **databases and SQL**, for executing and analyzing queries. **It would be great if you have:** * Experience in technology companies operating under a SaaS model or product-led approach. * Prior knowledge or daily usage of Search or Knowledge Management technologies. **Where you’ll be based:** * Remote **Benefits of being an e-Corean!** We offer a flexible benefits package: with e-Core BeneFlex, our e-Coreans can build a personalized benefits package aligned with their individual profiles and needs. **Financial Benefits** Meal and/or food allowance. Multi-benefit card. PLR (Profit and Results Sharing). Private pension plan. **✅ Health & Well-being** Health, dental, and life insurance. Pet health insurance. Partnership with Wellhub to maintain an active lifestyle. **️ Flexibility & Quality of Life** 15 days of vacation every 6 months. Monthly remote work allowance. **Development** Education and childcare allowances. Educational partnerships And other benefits to enrich your e-Core experience. At e-Core, we recruit intentionally to reflect our culture—valuing diversity in all its forms. We believe gender, age, ethnicity, race, religion, sexual orientation, and other identity markers are assets that enrich our team, with no barriers for brilliant talent to shine. Our commitment is to Equal Opportunity, encouraging everyone to be themselves and grow both professionally and personally.\#BeYourself \#BeYourBest Privacy By submitting an application, I acknowledge that I have read and understood e-Core’s Privacy Policy. Privacy Policy (EN) / Política de Privacidade (PT-BR) Everything we do aims to connect people and technology to build a better future—together!
João Silva
Indeed · HR
João Silva
Indeed · HR
